Setup -- tracker cannot be detected

[Adrienna27]

I had a Versa for the past year. It worked fine for 11 months until it started grossly overcounting floors. Everything else was still working correctly. Replaced under warranty with a Versa 2. 

Tried to set up Versa 2.  Setup process announced "Found It!" but then could never connect.  Trying to connect EITHER tracker has failed for the past 3 hours.

To make a frustrating situation worse, the attempt to set up the Versa 2 apparently disabled the original Versa, which the app ALSO now completely fails to recognize, and to add insult to injury, it's even forgotten all of the steps I had already synced today before starting to make sure they wouldn't get lost.

Bluetooth on my phone says it sees the Versa. Whether I forget that Versa or not, Bluetooth on my phone does not see the Versa 2. When it fails to connect for either, I get a screen that tells me make sure Versa is charged and turned on. Restart your watch. Turn off bluetooth on your mobile and turn back on.  I have done all of these steps at least 20 times each to no avail.

Any suggestions, whether to at least get my original partially-working device back to functional or get the Versa 2 to be more than a pretty paperweight?

Things I have tried include rebooting the tracker (both of them repeatedly, not at the same time), keeping the tracker I'm not trying to get functional outside in the garage so it can't possibly interfere, rebooting the phone repeatedly, turning Bluetooth off and on repeatedly, keeping pushing the button to keep the device awake the whole time it's trying to connect, reading forums here, and spinning around in a circle 5 times counterclockwise while doing the hokey pokey.

[SunsetRunner]

Hi @Adrienna27 , try this method. See post numer 2 of this topic. Hope this helps, regards kuzibri

[Adrienna27]

Thanks, @SunsetRunner , I will give it a try!

[Adrienna27 · Accepted solution]

Fitbit reminded me that I hadn't updated this thread with an accepted solution.  Long story short, I went through all of the troubleshooting steps suggested by @SunsetRunner  (thanks Kuzibri!) and then spent about an hour and a half on the phone with customer support when all else failed, and eventually we figured out that the new Versa 2 itself had defective connectivity.  They are sending a replacement for the replacement and I'm hoping for a much easier second go around. Thanks to Fitbit for an outstanding support call -- I haven't always been able to say that, but your support person this time was truly exceptional.  She was extremely thorough in her troubleshooting, gave very easy to follow step by step instructions on what she needed me to do on my end, explained every step of the way what we were going to try next and why, and was unfailingly patient and cheerful even though it cannot be easy to spend an hour and a half trying to troubleshoot one single device.